Refund policy

Who we are. SmarPlaque is a trading name of TIMETOBE.LOVE LIMITED, registered in England and Wales, company number 12437468, VAT number GB342323631. Contact: hi@smarplaque.com or 07449 145685, Monday to Friday, 9am to 5pm UK time.

Personalised products. Most SmarPlaque products are made to order with your logo, business name or chosen links. Personalised and custom-made items cannot be returned or refunded because you have changed your mind. This does not affect your rights if an item is faulty, damaged or not what you ordered.

Cancelling before production. A design proof is available through our optional £0.90 Design Preview & Approval Service; it is not included free. If you select this service, we wait for your approval before printing. If you do not select it, production can start once we have the required order details. You can cancel a personalised order for a full refund before production starts. Email hi@smarplaque.com with your order number as soon as possible. This does not affect your rights if an item is faulty, damaged or not what you ordered. Existing orders retain the terms offered when they were placed.

United Kingdom. For non-personalised items you have 14 days from delivery to request a return. Items must be unused and in their original packaging.

European Union and EEA. You have 14 days from delivery to cancel an order for any reason, as required by EU consumer law. This right does not apply to personalised or custom-made goods. If you cancel a whole order within that period, we refund the standard delivery charge you paid.

United States, Canada and other countries. For non-personalised items you have 10 days from delivery to request a return.

Return postage. You pay the return postage on all returns, in the UK and internationally. The only exception is an item that is faulty, damaged or incorrect, where we cover the cost. We recommend a tracked service, because we can only refund a return that reaches us.

Faulty, damaged or incorrect items. Please check your order when it arrives and contact us as soon as possible. Send a photo where you can. We will arrange a reprint, a repair or a refund, and we pay the postage. This applies to personalised items as well.

How to start a return. Email hi@smarplaque.com with your order number and the reason before sending anything back. Items sent back without an agreed return cannot be accepted. Approved returns go to: SmarPlaque, Chelsea House, Chelsea St, New Basford, Nottingham NG7 7HP, United Kingdom.

Taxes and duties. Prices at checkout include delivery duties paid (DDP), so there is nothing extra to pay when your parcel arrives. EU orders include EU VAT, which we collect and pay through our IOSS registration. Where we refund an order, any tax and duty you paid at checkout is refunded with it.

Refunds. Once we receive and check your return we email you the outcome. Approved refunds go back to your original payment method within 10 business days. Bank or card processing can add a few more days. If more than 15 business days have passed since we approved your refund, email hi@smarplaque.com.

Gift cards cannot be returned.